Designing a process with the customer in mind
Ron Kaufmann provided two contrasting examples of how two world-class airlines handled the identical request that he made, whilst on two separate long-haul flights that he took. The first example involved his flight on Singapore Airlines (SQ) and the second read more...
Ever been out for dinner at your favourite Canberra venue and left wondering why the night didn’t quite click?
The food might have been good, the service quick enough, and yet something about the experience felt flat.
Maybe your waiter seemed distracted, 
Earning airline miles requires dedication: Sure, you can earn them by flying regularly – but not everyone can afford to do that. I certainly cannot. I do fly occasionally with my wife but when holidaying overseas. But if one wants to 
A British Airways Airbus A380 training captain was caught repeatedly stealing food and drinks at the airline’s headquarters.
A British Airways (BA) training captain has been caught stealing food from the airline’s headquarters, Waterside, near London Heathrow Airport (LHR). Despite his senior role 
Waiters and waitresses, also commonly known as servers, are members of the hospitality service industry who attend to guests by taking orders, serving food and beverages, and processing payments. They clean and prepare (set up) tables before, during, and after 
Running a restaurant has never been easy. Margins are thin, competition is fierce, and customers’ expectations are higher than ever. But even in challenging times, some restaurants thrive while others struggle to keep their doors open.
After working with hundreds of 
Historically in customer experience, the term retail robot has been used to describe frontline employees who just went through their day and more importantly, through customer interactions robotically, reading enthusiastically from a script, interacting the minimum possible to complete the 
The state has placed clear-air turbulence in the same category as mid-air collisions and incursions on runways.
Singapore has become the first state to classify severe air turbulence as a major in-flight threat after two incidents involving its airliners last year 
If you manage any type of hospitality business currently you have likely experienced many challenges that you have never seen before. From supply issues to labor shortages, it is harder and harder to keep a restaurant, bar, hotel or entertainment 
In Part 1 of my article of the same title published last week, I mentioned that successful businesses leave a footprint that provides clues on why or how they thrive, and that, if one were to analyse the ingredients that 
The Paul Simon song “Slip Sliding Away” tells what can happen if we don't live deliberately. Where drifting is just existing, coasting along without purpose or direction. Even if we have a desire, dream or purpose, we spend most of 
What do you do when you're control is out-of-control? Conventional wisdom is that you repeat the control or try a new one.
But what do you do when your controllers go haywire? The operator of a Japanese luxury sleeper train scrapped 
